Due to COVID-19, you may experience a delay in your order pickup/delivery for some of the locations due to manpower shortage and vehicle constraints by courier partners.. We regret the inconvenience and request you to please bear with us in this extremely challenging situation.
We ship all parcels with FedEx, Delhivery, eCom Express, XpressBee or Speed Post. As soon as we hand over the parcel to courier we send you an email or whatsapp with the tracking number and a link to the courier tracking service. Thus you are always able to see where exactly your parcel is – until the forwarding agent rings at your door. Priority Shipping NOT available for Liquid Contents (will be shipped in Lite/Surface mode)
We have set ourselves the high standard of sending orders on the same day we receive them. Given that we receive your order during office hours and before 9 AM. and that it is paid for via Online or credit card we guarantee same-day shipment for goods we have in stock. Orders paid for via bank transfer can only be shipped when we have the money in our account. Depending on your bank, this can take a few banking business days. Orders we receive after 9 AM will be shipped the next working day. Shipping days are Mon – Sat (except Sunday, national & local holidays)
We normally process the order on the same day of payment receipt, however in some cases it may take longer. We reserves the right to cancel any order without any explanation for doing so, cancellation reason most likely be due to unavailability of the product in stock however shown as available/ in stock on the website due to delay in real time updation of the website or a technical issue.
|Mode||Below 1 KG||1 KG – 5 KG||Above 5 KG|
|Order Processing||Same day for ex-stock|
|Next day for others|
|6-8 days for back-to-back items|
|Shipping Transit||2-3 Days||4-7 Days||6-8 Days|
|Shipping Mode||Priority / Surface||Priority / Surface||Surface|
Note : Please chat with us for your pincode If you want to know the estimate delivery date before ordering
*Pre Paid Shipping included.
All prices mentioned in the site are inclusive of GST and Shipping Cost**
** – GST credit not available for certain products + additional shipping charges may be applicable for certain products or for certain pincode
Product price mentioned is inclusive of shipping cost. Customers from North East or Jammu may need to pay extra amount towards shipping fee and it will be charged extra at actual.
For any assistance please feel free to whatsapp @ +91 9841056600. Please note that we send Hardscape (Layout Materials) and any goods above 5 Kg always via FedEx Surface or Speed Post or Train or Bus Service
Please keep in mind that there is a maximum weight per parcel. If the total weight of your order surpasses this maximum weight we need to divide your purchases into several parcels and will ship as multi piece shipment. In general, the maximum weight is 15 kg, however, it may be lower for shipments to some cities in India
Claims / Replacement
Kindly note that unboxing video is mandatory for multi part products like skimmer, canister filter, LED lights and pump to confirm the receipt of the contents inside the box are in tact and safe. Kindly confirm the content and do dry run for few seconds (if its pump/filter) before installing/using. You may need to inform the issue if anyhting found before installing the equipments. Note : No claim or replacement will be allowed if you inform the fault after installation unless its genuine or products which comes with manufacturer warranty.
A replacement is offered if customer receives a product in broken or damaged (also specifically applicable for Glassware items like Lilly Pipes, Diffuser, UV Bulb, not applicable for Glass Tanks). NO CLAIM OR REFUND FOR GLASS TANK and DOOA TERRA BASE
unboxing video is mandatory to claim the replacement or refund for defective products during transit which you have received. NO claim or refund or replacement if you fail to share the unboxing video
Kindly open the consignment in front of the courier person to find any transit damage which can be claimed from the courier company since all products covered under transit insurance. However, any delay in informing the transit damage to us void claims and replacement. If any sign of defective product inside the packing (specifically applicable for Glassware items like Lilly Pipes, Diffuser, UV Bulb or any other glass items), customer must send us an email at firstname.lastname@example.org with the details and picture of the damaged product (including packing defect) within 24hrs of delivery of the order as per courier company’s tracking details. RTO (return to origin) shipping charges would be borne by customer however customer needs to send us all the original and manufacturer packing & boxes, product should be in unused condition, damage should not be due to improper handling. Not meeting any of these criteria would void the claims and replacements by us. Kindly note that claim is not applicable due to COVID lockdown issue or delivery delay because of local restriction. Kindly note that no claim or replacement for glass tanks.
If you have purchased a product which comes with manufacturer/brand warranty then you need to first confirm the issue/defect via our whatsapp/email support.
You need to send the entire products (along with all accessories with original box packing) to us at your own shipping cost. Your product is guaranteed for defective parts and workmanship as of the date of purchase for the period of time indicated within the instruction manual and/or warranty card. This guarantee is valid with proof of purchase only. The guarantee is limited to repair or replacement only and does not cover consequential loss, loss or damage to livestock and personal property or damage to animate or inanimate objects, irrespective of the cause thereof. This guarantee is valid only under normal operating conditions for which the unit is intended. It excludes any damage caused by unreasonable use, negligence, improper installation, tampering, abuse or commercial use. The warranty does not cover wear and tear, breakage of glass or plastic parts or parts which have not been adequately or correctly maintained. WARRANTY IS ONLY VALID WITH PROOF OF PURCHASE FROM US. WARRANTY DOES NOT AFFECT YOUR STATUTORY RIGHTS.
Replacement or after sale service will be evaluated once we received the defective product. kindly allow 7 to 14 days to complete the replacement or repair process. We shall inform you once its ready. Kindly note that return shipment amount to be paid by you.
All the parcels we ship have a so-called tracking number, which enables you to follow the transport and the whereabouts of each shipment we send to you. When we hand over your parcel(s) to courier we send you an email containing one or several tracking numbers as well as a link to the courier page where you can see the current state of your delivery. Moreover, you can always view the tracking numbers of your orders in your “Order History” in “My Account” section
Customer are advised to track the shipment and follow it closely to know the status of shipment. If you see status update as “In Transit” for long time, “Delay beyond our control” , “Delivery Pending” , then kindly inform us to raise the ticket with our shipping partner.
Full amount will be refunded to you for lost / damage parcel due to courier issue, provided complaint should be closed by our shipping partner and refund will be initiated upon our shipping partner confirmation. The time taken tom refund is purely based on support ticket status by our shipping partner which may take even 2-3 weeks.
Courier will attempt maximum 3 times to deliver your product if you are fail to receive it due to non availbility. They will return the shipment to us once it has crossed 3 times delivery attempt or if you refuse or cancel shipment during delivery attempt, in such cases forward and return shipping cost will be deducted against the refund amount (both way shipping cost to be paid by you). refund will be issued in form of coupon / money to you only against receipt of return items in good conditions after deducting both way shipping charges
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